Link other Functionalities to the Ticket
3 min
It is possible to link other functionalities to the ticket, such as problems, change, projects, and others to include more information when attending the request.
Before getting started
Make sure to have previously registered the problem, change, release, configuration item, projects, knowledge;
Also to have registered the configuration of the parameters 9, 23, 24, 25, 26, 27, 28, 72 and 385.
Procedure
- Access the functionality by the main menu Processes > Ticket Management > Ticket;
- To inform the ticket (request/incident) complementary data, check the option of capture or view;
- To link Sub-tickets, click on the toogle button (placed in the upper right side of the screen) and then on "Create sub-ticket" to create a new request, or click on "Create sub-ticket by copy" to register a new request with the same date of the original request;
- To link Related Tickets, click on the area of the same name, and then on "Search Ticket", press the request you want, and then on "Link Tickets".
- To link a configuration item of the requester, click on Requester CI and then on the icon “Link configuration item” to perform the operation;
- To link a Related Configuration Item, click on "Related CI" and then on "Search Configuration Item". Search for the item you want and then click on "Select";
- To link a Project, click on the area with the same name and then on the field project. Link the item you want;
- To view the periodic activities, click on Agenda;
- To verify the e-mails received about the request, click on the area Email Reading and then "Verify e-mails". Note that the e-mail reading will be only used if the parameters are correctly configured;
- To view the physical position of the attendant, click on Monitoring;
- To link a Knowledge, click on the corresponding tab, in the button "Search Knowledge", search and click on the knowledge you want to link it;
- To link a Problem, click on the corresponding tab and link the item with the functionality you want. If you want to register a new item, click on "Problem Registration";
- To link a Change, click on the corresponding tab and link the item with the functionality you want. If you want to register a new item, click on "Change Registration";
- To link a Release, click on the corresponding tab and link the item with the functionality you want. If you want to register a new item, click on "Release Registration".